Operations Trainer - Ortigas, Pilipinas - SmartBooks, Inc.

Paglalarawan

• Bachelor's degree in Business Administration, Finance, or related field (or equivalent work experience).
• Proven experience in tele collections, customer service, or related operational roles.
• Previous experience in training and development, preferably in a financial services or collections environment.
• Strong knowledge of collections strategies, customer service principles, and operational processes.
• Excellent communication and presentation skills, with the ability to effectively convey complex information to diverse audiences.
• Demonstrated ability to design, deliver, and evaluate training programs.
• Analytical mindset with the ability to interpret data and identify performance trends.
• Detailoriented with strong organizational and time management skills.
• Proficiency in Microsoft Office applications and learning management systems.
• Ability to work independently and collaboratively in a fastpaced, dynamic environment.

• Certification in training and development (e.g., Certified Professional in Learning and Performance
• CPLP).
• Experience with telephony systems and call center technologies.
• Familiarity with regulatory requirements and compliance standards in the financial services industry.

• Develop and deliver training programs tailored to the needs of tele collections, customer service, and other operational functions.
• Create engaging training materials, including presentations, manuals, exercises, and assessments.
• Conduct training sessions for new hires and existing employees to ensure a high level of competency in collections techniques, customer interaction, and operational procedures.
• Collaborate with department managers and subject matter experts to identify training needs and develop relevant curriculum.
• Monitor and evaluate training effectiveness through assessments, feedback, and performance metrics.
• Provide ongoing coaching and support to employees to reinforce learning and drive continuous improvement.
• Stay updated on industry trends, regulations, and best practices related to tele collections, customer service, and operational management.
• Assist in the development and implementation of new processes and strategies to optimize operational efficiency and effectiveness.
• Serve as a resource for employees, answering questions, resolving issues, and providing guidance as needed.
• Foster a positive learning environment that encourages teamwork, collaboration, and professional growth.